Incidents and Complaints Manager

Job Title: Incidents and Complaints Manager

Salary: up to £40k dependent on experience

Company: ICS

Division: Clinical Governance

Hours: Full Time, Monday-Friday. 8am – 6pm

An exciting opportunity has arisen to join Independent Clinical Services as a Complaints Manager. The role will involve managing incidents and complaints inline with company policy and procedures to help deliver a professional and high-quality complaints and incidents service across the ICS Group.

This is a group office-based role. It is a varied and exciting position and in order to build relationships across the board, we require someone to commit to a level of travel to different locations across the Company with possible overnight stays. The ideal candidate will be flexible in helping to achieve this

ICS Group is one of the UK’s leading Healthcare Staffing Providers. Our aim, which underpins everything we do, is to be the first choice for health, life sciences and social care professionals and providers. Our recent achievements have seen us outperform our main competitors with strong growth across each of our markets.

Our Incidents and Complaints Manager is at the heart of our business, so we will offer you:

  • Fantastic company culture
  • Optional charity involvement
  • Great work/life balance
  • Excellent rates of pay
  • The opportunity to enhance your career by applying your transferable skills in a supported commercial-based setting
  • Competitive bonus scheme
  • Full induction programme and training
  • Support with ongoing professional development
  • Senior management support
  • Company social events throughout the year
  • Strong internal support team

Key tasks include:

  • To adhere to the Complaints & incidents Process at all times whilst working to deadlines
  • Manage, train and support complaints and incidents advisors within the team, including 1:2:1’s and continued training to support any policy changes
  • Undertake investigations and a case load of incidents and complaints and when necessary escalating to the relevant person
  • To provide advice and support to the businesses and teams to help resolve complaints and incidents.  
  • Regular Audit of systems to ensure all complaints and incidents are recorded accurately within group policy guidelines
  • To provide weekly reports and attend meetings on the statistics of outstanding complaints and incidents to each business Manager/Director, Clinical Director and Risk & Compliance Director

Skills and experience:

  • Experience of reviewing and handling complaints
  • Desired candidate will have experience within NHS or healthcare complaints setting         
  • Demonstrable approach to problem solving and decision making                            
  • Experience of managing multiple projects, competing deadlines and priorities        
  • Meticulous attention to detail
  • Excellent written and verbal communication skills
  • Ability to prioritise and manage a high volume of work
  • Ability to remain calm and work effectively under pressure
  • Experience of working to tight deadlines
  • Excellent managerial skills

Or, know someone who would be a perfect fit? Let them know!

57 Spring Gardens
M2 2BY Manchester Directions

Greater Manchester

M2 Manchester Directions

Perks, Benefits and Reward


We recognise that everyone has different priorities and lifestyles, and our flexible benefits package reflects this. Benefits range from a matching contribution pension scheme and a healthcare cash plan to flexible holiday options and discounted shopping vouchers. 
• Buy and sell holiday
• Corporate discounts
• Career development
• Cycle2Work scheme
• Discounted shopping vouchers
• Healthcare insurance
• Life assurance
• Matching pension scheme

Career Development

Our business is always changing, and so are you. To ensure you’re fully prepared for these changes and ready to reach your full potential we offer continuous learning and development. We’re passionate about helping our people grow and promote internal progression and mobility. 
• Management and leadership training
• On-boarding
• Personal development
• Role-specific training
• Work-based qualifications

Reward and Recognition

We want to share our successes, recognise excellent performance and promote healthy competition, which is why we offer competitive salaries, bonus schemes linked to performance and a whole host of recognition awards. Work hard and it’s entirely possible you’ll be recognised as an exceptional performer.
• Annual awards
• Exceptional performance awards
• Long service recognition


More than just a buzzword, we really do care about your wellbeing and encourage you to do the same. Our health and wellbeing coaches run smoking cessation and weight loss campaigns to help our people to achieve a healthier lifestyle. We also have a number of qualified mental health first aiders providing a vital support network, discounted gym memberships, free fruit; and our employee assistance programme is there to help you with life’s little ups and downs.
• Cycle2Work scheme
• Discounted gym membership
• Employee assistance programme
• Flexible working
• Free fruit
• Healthcare cash plans
• Mental health first aiders
• Paid time off for charity work 
• Staff wellbeing initiatives 

Our Culture



Independent Clinical Services is a global workforce management solutions and services provider for the health and life science sectors. We know that our people are what drive our success. We foster an environment that enables them to be individuals, to be entrepreneurial, and to make tangible contributions towards the growth of our businesses. 


We strive to provide our people with the tools and the environment to build a meaningful and successful career with us, from wellbeing and flexibility to expansive client and candidate networks. 

We reward high performance and ensure employees feel part of our growth strategies and successes. Our commitment to employee development through training, personal development plans, professional qualification support and career progression has resulted in excellent retention levels.




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